Susan H.

I purchased two mugs as a gift for a friend. The seller sent them in a box with no packing material. One of the mugs broke in transit. On Mercari's website, they tell you to contact the seller if there is an issue with a purchase/delivery. I contacted the seller and she said it was totally her fault and that she would file a claim for a refund. After a few days, I contacted the seller again and she said she had reached out to Mercari's support team and was told they were looking into the matter. She said she would contact them again. I could not find support contact information on the website, so I googled it and emailed Mercari the information and pictures. I was told that even though, as directed by them, I contacted the seller first, because I didn't contact them also within 72 hrs., I was ineligible for a refund. Instead they offered me a 10% discount on a future purchase on an item priced at $20 or more. I feel I am entitled to a refund of at least 1/2 the total cost ($31.45) including shipping, as only one mug was broken and unusable. I have filed a disputed charge claim with my credit card company.